Job Summary
Our
client is seeking to recruit two experienced Customer Service Representatives
who will play a vital role in ensuring outstanding customer experiences through
both call and chat support. The successful candidates will be responsible for
handling inquiries, resolving complaints, providing accurate product
information, and maintaining service quality standards. The ideal candidates
should be bubbly, energetic, and customer-focused, with proven call center
experience and excellent communication skills.
Key Responsibilities
- Manage customer interactions via calls and
chats: Respond promptly and courteously to customer inquiries, ensuring
that all interactions are handled with professionalism and empathy.
- Provide accurate and timely information: Offer
clear and precise details about products, services, promotions, and
policies to help customers make informed decisions.
- Resolve customer complaints: Take ownership of
customer issues, investigate problems thoroughly, and provide effective
solutions, escalating where necessary to achieve resolution.
- Follow up on customer cases: Ensure unresolved
issues are tracked and followed up until full closure, keeping customers
informed throughout the process.
- Maintain accurate records: Document all customer
interactions and resolutions in the CRM system, ensuring data integrity
and proper follow-up.
- Meet performance metrics: Consistently achieve
set targets for response time, first-call resolution, and customer
satisfaction scores, contributing to overall team performance.
- Assist with order management: Support customers
in tracking their orders, processing returns, exchanges, and refunds in
accordance with company policies.
- Provide feedback for improvement: Relay customer
insights, concerns, and suggestions to the management team to help improve
products, services, and processes.
- Collaborate with cross-functional teams: Work
closely with operations, logistics, and product teams to resolve customer
issues that require additional support.
- Stay updated on company offerings: Continuously
update knowledge of products, services, promotions, and system updates to
ensure accurate communication with customers.
- Uphold confidentiality standards: Protect
customer personal information by strictly adhering to data privacy and
confidentiality requirements.
- Handle multiple tasks effectively: Manage
several chat sessions and call queries simultaneously while maintaining
quality and professionalism.
- Participate in training and coaching sessions:
Engage in ongoing training, skills development, and performance reviews to
continually enhance customer service delivery.
- Support customer retention initiatives: Provide
personalized assistance and after-service follow-up when needed, ensuring
long-term customer loyalty.
- Contribute to a positive team culture:
Demonstrate teamwork, respect, and commitment to service excellence,
fostering a supportive and customer-first working environment.
Minimum
Qualifications & Requirements
- Diploma or Degree in Business Administration,
Public Relations, Communication, Customer Service, or a related field.
- Minimum of 5 years’ proven experience in a call
center or customer service role.
- Strong communication skills (both written and
verbal) and active listening ability.
- Proficiency in handling both chat and call-based
support.
- Ability to manage high call/chat volumes under
pressure while maintaining quality.
- Strong problem-solving and conflict resolution
skills.
- Proficiency in Microsoft Office Suite and CRM
systems is an added advantage.
- Energetic, positive, and customer-focused
personality.
- High level of integrity, confidentiality, and
professionalism.
- Ladies are strongly encouraged to apply.
How to Apply
If you
are looking to take the next step in your customer service career, our client
wants to hear from you! Submit your updated CV detailing your experience and
suitability for the role to careers@morsanhr.co.ke
Please
note that only shortlisted candidates will be contacted.
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